This post contains summaries of two research reports on Client Experience Management CEM – one focusing on law firms and the legal market and the other of B2B customer experience – where the legal sector is considered - as a comparison. Client Experience Management CEM – Two research reports. The Read More
I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three) summarises the information relating to legal marketing case studies. The Law Society At the start of the conference Robert Bourns, President of The Law Society, mentioned Read More
My conference report for the Professional Marketing Forum’s 21st Conference “All about the journey” which focused on Client Experience Management (CEM) was published in this month’s edition of Professional Marketing magazine http://www.pmforum.co.uk/pm-magazine/pm-magazine.aspx . It’s hard trying to tease out the most important insights from what proved to be a jam-packed Read More
Earlier this year, Draw Group released its third Legal Sector Digital Benchmark study into the web sites of 30 law firms – analysing 55 touchpoints on the “path to purchase” model (awareness, engagement, conversion and loyalty). Of the 30 websites the report examined: Website design Conventions are changing. Designs that Read More
I attended last week’s Open University Business School (OUBS) business perspectives seminar on “Strategy Matters in Turbulent Times: Think Big Data. Think Business Models”. After opening comments from Hilary Collins, a lecturer in management, and Mark Fenton-O’Creevy, Associate Dean and professor of organisational behaviour we heard four speakers – each Read More
